about World Airline Survey

The World Airline Survey is conducted by Skytrax, an UK based aviation research organisation established in 1989. The survey is held in high esteem for its clarity of survey process and rigorously applied rules of complete independence. No outside sponsorship, advertising, payment or external influence is applied to any part of the survey, making it a most respected global airline passenger study.

The survey operated online between August 2013 and May 2014, during which time 18.85 million customer surveys were completed, across a range of survey topics, resulting in the awards for Airline of the Year, together with regional and category Best Airline Awards, across different survey form entry options. The survey covers both network airlines and low-cost carrier.

More than 105 different nationalities participated in the customer satisfaction survey, which covered over 245 airlines, from largest international airlines to smaller domestic carriers. The surveys measure standards across 41 key performance indicators of airline front-line product and service.

The World Airline Survey is based on measuring customer satisfaction for the passenger experience, across both airport and onboard environments - including check-in to boarding, onboard seat comfort, cabin cleanliness, food, beverages, inflights entertainment, staff service and associated travel items.